People Manager - Customer Care Operations - BPO

People Manager - Customer Care Operations - from Tier I , Tier II colleges

About Organization:

- It is one stop shop for all the delivery needs in India. They welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us.

- Started in 2015, they have a a funding of $78.5M over 11 rounds (Series A, B, C and D ) .Headquartered in Bangalore and having operations in Bangalore, Pune, Gurgaon, Hyderabad, Delhi and Chennai.

About People Manager :

To Manage overall operations and responsible for the effective and successful management of people, productivity and process improvement along with system implementations:

1. People Management :

- Responsible for managing a team of associates and section managers for the overall direction, performance management, coordination, growth, and evaluation of the team.

- Assist in developing and implementing training programs to improve the quality and productivity of the team.

- Develop and achieve performance goals and objectives in line with the business goals.

2. Process Management : 

- Identify root cause for customer-impacting issues and implement solutions for process improvements to increase overall customer satisfaction rate.

- Responsible for accurate and professional customer service to all customers via live chat, phone, and e-mail.

- Should have proven experience in process innovation to bring continuous improvement to the operations, driving efficiencies and reduce revenue leakage.

- Design, implement and monitor all aspects of processes, performance, and KPIs.

- Workflow planning and capacity planning.

- Forecasting and performance management.

- Operations and operational efficiency management.

- Identifying bottlenecks and improving the process.